Company Response Review Report Review
Worrisome - office has no control or contact with carriers

Terence Submitted this review about Direct Express Auto Transport
Review made Live: 5/13/2009 1:24:00 AM
I was very concerned whether a carrier would contact me. Auto Transport Direct girls said that they would call the day before pickup. Not a problem. What became a problem was that the girls admitted that they won't know who the carrier will be and don't have any contact, coordination or communication with the carrier. One of them said that once the order is placed it is out of their hands. So what do these girls actually do? Just sit in the office, take calls and look pretty. The website has nothing but pictures of pretty girls. But pretty faces are not a guarantee of good service. I had to reschedule my pickup date three days earlier so that the carrier will hopefully contact me sooner. But it is seriously alarming that Auto Transport Direct office does not have any contact or communication with their carriers, and will not change its process to be more customer friendly. My home movers (Moovers) gave me the carrier info more than a week in advance. Carrier's name, phone number, scheduled date of pickup. When I told them about my experience with Auto Transport Direct, they were gravely concerned. Concerned that they don't contact until the day before. What if the customer isn't available at the time of the call? The carrier is just going to quit?!! In the order e-mail, Auto Transport Direct uses the phrase "Usually, but not always, the day before delivery/pickup". Does it mean they 'usually' call the day before pickup and in other times not call at all?!! I'm so scared. I will not recommend Auto Transport Direct to anybody!
Shipment Details
Origin State:
California
Pickup:
On Time
Destination State:
Texas
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
58542
Quote or Order Cost:
$625

Company Response
Mike Rupers from Direct Express Auto Transport Submitted this response.
Response Date: 5/13/2009 2:42:00 PM
Terence's review is very strange and a tad suspicious because nobody writes a negative review several days before their vehicle is ready for pick up. It seems like it was his intent from the beginning, so maybe Terence is a competitor? Today is May 13th and Terence didn't make his vehicle even available until May 18th. Is that odd or what? Kinda like complaining about your flight to Hawaii a week before you leave. Regardless, we told Terence that we are very clear about our process, which works extremely well, and that we are canceling his order, if it really was an order, and refunding his deposit immediately so that he may go harass somebody else.